Refund policy
Quick Summary (Please Read First)
✓ Returns accepted on new, unused items within 30 days
✓ Customers pay return shipping except for damaged or incorrect items
✓ Payment processing fees are non-refundable and deducted from approved refunds
✓ Electronics, pre-owned items, custom items and sale items are non-returnable
✓ Damaged or incorrect orders should be reported within 5 days
✓ Questions? We're always happy to help.
Our goal is to make every purchase a great experience. If you have questions about a return or aren't sure whether your item qualifies, please contact us before sending it back. We're happy to help.
Standard Returns
We accept returns on new items within 30 days of purchase. Please contact us before returning an item so we can provide return instructions and help ensure your return is processed as quickly as possible.
To be eligible for a return, your item must be:
- Unused
- In the same condition that you received it
- In the original packaging
Non-Returnable Items
The following items are not eligible for return or refund:
- Electronics (including decoders, power packs, switches, etc.)
- Pre-owned / used items
- Custom-made items
- Sale items
- New items that have been opened, tampered with, or modified
Defective, Damaged, or Incorrect Items
If we've made a mistake or your item arrives damaged, our goal is to make things right as quickly as possible.
Report Within 5 Days
Please inspect your order when it arrives. If something isn’t right, contact us within 5 days of delivery.
If Your Item Arrived Damaged or Incorrect
- We’ll work with you to provide a replacement
- We’ll cover return shipping where applicable
Manufacturer Defects (Electronics & Select Items)
Some items are covered by manufacturer warranties and may need to be handled directly with the manufacturer. If that’s the case, we’ll point you in the right direction and help you through the process.
Refunds
Once your return is received and inspected, we will notify you by email regarding approval or rejection.
If approved, your refund will be processed and applied to your original method of payment within five business days. Refund amounts will reflect the original transaction less any non-refundable fees.
Because payment processors do not refund their transaction fees to merchants, those fees are deducted from approved refunds. These fees will never apply if we cancel your order or are unable to fulfill it.
Still waiting on your refund?
- Check your bank account
- Contact your credit card company
- Contact your bank
- If it’s still not showing up, reach out—we’ll help you track it down.
Exchanges
We replace items only if they are defective, damaged, or incorrect.
To request an exchange, email support@denvertrains.com and we’ll walk you through it.
Return Shipping
Approved returns should be mailed to:
PO Box 743
Brighton, CO 80601
- Customers are responsible for return shipping on standard returns
- Shipping costs are non-refundable
- If we provide a prepaid return shipping label for your convenience, the cost of that label may be deducted from your refund unless the return is the result of our error or a damaged/incorrect item.
For higher-value items, we recommend using a trackable shipping service or purchasing insurance. We can’t guarantee receipt of returned items.
Customer Support
📧 support@denvertrains.com
📞 720-821-1975
Thank you for supporting our family-owned small business. We appreciate every order and the opportunity to earn your trust.
Updated June 2026